.Location: Latin America, Mexico, Tlalnepantla De Baz Mexico- Ref: GROUPLATAM00030- Division: John Crane- Job Function: Info Systems TechnologyDescripción de puestoDeberes y **Responsabilidades**:- Provide Level 1 remote technical support to all Smiths employees- Evaluate issues by interpreting end - users problem descriptions to determine resolution or best course of action- Manage tickets and tasks to BIS standards and ensure BIS SLT targets are met- Identify problem trends and report to Global Service Desk Manager for further analysis- Provide Level 2 and 3 on-site support to the business units in a professional and detail-oriented method, including desk side support and working directly with clients when it's necessary- Provision and manage personal computing devices per the BIS standards and policies- Support the OS installation, troubleshooting and support of all Windows PC, laptops / desktops / workstations, as well as iPhone & Android cell phone support- Assist in creating and supporting the implementation of new technologies and services in Windows 10 & 11 and managing BIS initiatives and projects as required- Monitor and ensure responses to incidents and service requests are within specified Service Level Agreements- Provide support to Manufacturing to environment for hand scanners, label printers and other manufacturing devices connected via network- Provide technical support and expertise to other Client Services Staff, regions, sites, and BIS / Businesses projects- Assist the Client Services Supervisors & Managers in the creation, implementation and maintenance of policies, procedures, and associated training plans- Create/Maintain documentation as required- Support Asset Management for all Client Service devices- Availability to travel to support other Smiths locations by car or air as required.Diversidad e InclusiónEl individuo- Experience in a customer service oriented, customer support environment and IT service desk environment desire.- Experience in hardware, software, operating systems, networking, remote connectivity knowledge and Workstation management support- Experience with Windows10/11, Microsoft Business Products, LAN/WAN, Microsoft O365 products (Teams, Azure, Outlook).- Ability to learn effectively and retain information; ability to understand and follow written and oral instructions.- Ability to organize and manage multiple tasks and priorities.- Ability to establish and maintain effective working relationships with those contacted in the course of work.- Strong communication and collaboration skills- Knowledge of ITIL Service Delivery processes- Maintain confidentiality of information; communicate effectivelywith the more difficult customers.- Requires bilingual language skill, English / Spanish